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Skills

  • Upselling techniques
  • Sales expertise
  • Stocking and replenishing
  • Technical troubleshooting
  • Recordkeeping strengths
  • Client relationship management
  • Task prioritization
  • International sales support
  • Escalation management
  • Professional telephone demeanor

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Collaborated with vendors to plan more than 16 daily pickups and weekly deliveries.
  • Created and maintained a detailed database to develop promotional sales.
  • Kept the category and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Within Customer Service, senior Customer Advocate Representative and outstanding performer in risk assessment and process improvement.
  • Customer Advocate Representative is a service-oriented Customer Advocate Representative with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Bring extensive high-call volume experience working with method consumers spanning 9 years.
  • Clear understanding of team leadership and client relations as well as strategic planning training.
  • QuickBooks expert with experience in stakeholder engagement services.
  • Customer Advocate Representative is a multi-talented Customer Advocate Representative who is consistently rewarded for planning and operational improvements.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Collaborated with team of 12 in the development of system.
  • Collaborated with cross-functional teams to enhance customer response efficiency by 74%, directly improving satisfaction ratings.
  • Revitalized dormant accounts through proactive outreach, recovering $5 in previously lost business.
  • Introduced a real-time chat support system, decreasing average response time by 60% minutes.
  • Formulated an automated follow-up strategy that improved customer feedback survey participation by 83%.
  • Initiated and managed a customer satisfaction survey project, driving actionable insights and increasing NPS score by 42% points.
  • Developed comprehensive FAQ and knowledge base resources that reduced support tickets by 21% and improved operational efficiency.
  • Trained a team of 8 new hires on customer service best practices, resulting in an 38% increase in team performance in 2024.
  • Developed and implemented a ticket triage system, minimizing customer wait time by 43%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Care Institute
  • International Council of Nurses
  • Council of Customer Experience Professionals
  • Certified Sales Leadership Professional (CSLP)
  • National Customer Service Association
  • International Customer Management Institute (ICMI)
  • Professional Association for Customer Engagement (PACE)
  • Project Management Institute (PMI)
  • American Management Association (AMA)
  • Call Center Management Association (CCMA)

Certifications

  • HubSpot Customer Success Certification, 2019
  • Salesforce Service Cloud Consultant Certification - Salesforce 2019
  • Certified Customer Retention Specialist – Northwind, 2024
  • CompTIA Network+
  • Social Media and Customer Care Certification - Northwind 2022
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Zendesk Support Specialist Certification - Zendesk 2016
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified

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